Business leaders are often trained to think big, analyze the overarching narrative, and place more weight on the bigger picture. When we talk of process improvement, however, even the tiniest tweaks matter.
Business leaders are often trained to think big, analyze the overarching narrative, and place more weight on the bigger picture. When we talk of process improvement, however, even the tiniest tweaks matter.
By Faith Ocampo
July 13, 2017
Mapping the customer’s journey is important, but did you know that agent journey mapping is also a thing? Discover why it matters here. Delivering exceptional customer experiences requires a deep understanding of the customer journey. However, it is equally important to consider the journey of the agents who provide that service. This is where agent […]
By Faith Ocampo
May 4, 2017
Using the data they gather from consumers, call centers can help transform brands. Gone are the days when call centers can afford to just be “transactional” organizations. In fact, if we take into consideration the rise of CRM and data analytics tools, they have no legitimate excuse to be stagnant. These technologies, which allow them […]
By Faith Ocampo
June 23, 2016
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